Partnering with the Society for New Communications Research (SNCR), we have launched a consumer study “Exploring the Link Between Customer Care & Brand Reputation in the Age of Social Media,”    The study is being led by a team of SNCR Research Fellows working in conjunction with TWI Surveys, Inc. The Fellows will investigate how ...

Check out this site www.my3cents.com. This site is all about the ''consumers's voice being heard.''  And you can slice and dice it any way you want.  You can search for  ''most talked about'' company by category (including phone/cable, consumer stores, travel, financial, computers...etc.)  You can get consumers' ...

As I continue to explore the impact of social media on care – and the inverse of that – care on social media  - I’ve been spending some time on www.YouTube.com.   I pop in now and then to investigate what is happening and to see who is in the cross hairs when it comes to not being able to hide from a bad experience……..This week, I ...